AccountId: 011433970860
ContactId: d633bd60-29ef-4b51-b83d-945ca0fdaf74
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 260988 ms
Total Talk Time (AGENT): 87751 ms
Total Talk Time (CUSTOMER): 82836 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/d633bd60-29ef-4b51-b83d-945ca0fdaf74_20241230T16:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, I put in a claim the other day, and it is my 3rd attempt at submitting this claim for the hospital, and I just wanted to make sure I have now submitted the correct, um, bill that you needed for the claim.
[AGENT][NEUTRAL] OK. Yeah, absolutely. Let's take a look. Do you have your policy number?
[CUSTOMER][NEUTRAL] Yes, it's 199.
[CUSTOMER][NEUTRAL] 0758
[AGENT][POSITIVE] Alright, thank you so much. Let me pull this up here one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Charlie.
[AGENT][NEUTRAL] And if I could get your first and last name and your date of birth?
[CUSTOMER][NEUTRAL] It's [PII] [PII].
[AGENT][NEUTRAL] Thank you, [PII], and then if I could get your address and email address on file please.
[CUSTOMER][NEUTRAL] [PII]. And the email is [PII].
[AGENT][POSITIVE] OK, thank you for that. Let me
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Take a look at these see exactly.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I just want to.
[CUSTOMER][NEUTRAL] He's doing what, you know, what he wants, what he's thinking.
[CUSTOMER][NEUTRAL] Can we see so.
[AGENT][NEUTRAL] diagnosis code.
[CUSTOMER][NEUTRAL] So I think.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, so it looks like it was requesting diagnosis. I'm just gonna check really quickly here um what was uploaded just to make sure we're good here.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] one.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And he's 1
[CUSTOMER][POSITIVE] I want to read to you yeah.
[CUSTOMER][NEUTRAL] Sorry, but it's not, it's not bad.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, so it looks like it was 7 pages here.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, yeah, so it looks like page 3 has all of the codes on it and that's what it was requesting on the previous one when it was denied. So, everything, yeah, that I see looks good. I've compared from the previous one and this one, so I don't see anything missing. Um, that's what was needed, it looks like.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] OK. Yeah, every time I called the hospital, they would send me like a different type of bill, even though I kept asking for the same exact thing.
[AGENT][POSITIVE] Oh Lord, I'm so sorry.
[CUSTOMER][NEUTRAL] It's OK.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Was there anything else I could check on for you today?
[CUSTOMER][NEUTRAL] No, that was it. Just hoping he goes through this time.
[AGENT][POSITIVE] Alright, sounds good. Well, thanks for calling APL. You should get an update on it in the next like 5 days, uh, 7 days, give or take, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Sounds good. Thank you.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.